Exploring a Dual-Factor Approach to Mobile Banking Continuance in Indonesia

Objective: this study investigates the factors that influence the continued use of mobile banking services in Indonesia. It aims to understand why users adopt these services and what may cause them to discontinue. Theoretical approach: the research combines the UTAUT and SQB models within the DFT framework. Method: data were collected from 509 mobile banking users in Indonesia using a convenience sampling method and an online survey. The analysis employed PLS-SEM to test the research hypotheses. Results: the study found that the effort expected from users influences their perception of performance and intention to continue using mobile banking. Habits play a significant role in keeping users engaged, while familiarity with the service makes it difficult for them to stop using it. The intention to continue using mobile banking emerged as a key factor for long-term use. This research integrates the UTAUT model and SQB to better understand why users adopt or discontinue mobile banking services. It highlights the psychological factors that drive user decisions. Conclusion: this study offers unique insights into the behavioral patterns of mobile banking users in Indonesia. It sheds light on the factors that encourage or hinder ongoing usage. The integration of the UTAUT and SQB models has not been studied, particularly in Indonesia. This gap underscores the significance of this research. The study offers actionable advice for banks and regulators to enhance user engagement. It aims to minimize resistance to change and foster the growth of Indonesia’s digital economy.